Control Hub – Call Intercept

Introduction

The call intercept feature allows an administrator to gracefully take a user’s phone out of service, while providing callers with informative announcements and alternative routing options. Depending on service configuration, none, some, or all incoming calls to the specified user are intercepted. Also depending on service configuration, outgoing calls are intercepted or rerouted to another location.

Configure User Intercept

Administrators can configure the user intercept feature for a user, following these steps:

1. From Control Hub, go to the Users tab.
2. Select the user you would like to modify and then select Calling.
3. Scroll down to Call handling and select Call intercept.
4. Select Call Intercept.

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5. Select the toggle to enable.

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6. Choose one of the following options for the user’s incoming calls:
   • • Allow all incoming calls - When this is selected, the user can continue to receive calls, but cannot make outgoing calls. When making an outgoing call, the user will hear a message that their service has been temporarily blocked.
     • Intercept all incoming calls - When this is enabled, all calls to the user will be intercepted and routed, as defined.
       • Send calls to voicemail - Calls are sent directly to the user’s voicemail. If this option is selected, choose the announcement type - default or custom - under Announcements.
       • Play new number announcement - This option will play the configured announcement (either default or custom) and then announce the new number entered here.
       • Transfer to ‘0’ to phone number - This option allows the user to receive inbound calls but blocks outbound calls. When the user tries to make an outbound call to any number, the call is blocked.
   

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7. Next, choose the options for the user’s outgoing calls:
   • • Allow only national outgoing calls - The user can make only national calls and calls to other users within their organization.
     • Intercept all outgoing calls - All outbound calls are blocked. A system default message is played indicating calls cannot be made.
     • Transfer outgoing calls to a phone number - If this option is selected, enter a valid phone number. When the user attempts to make an outbound call, a system default message is played and the call is made to the entered phone number.
   

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8. Select Save to save your changes.